Application Support Specialist

Contract Type: Full Time; Permanent
Location: Noida, India

JOB OVERVIEW

The Application Support Specialist is responsible for providing support for Study Group applications and addressing end-user requests under the guidance of the Application Support Manager. The position involves responding to support tickets raised through the Service Desk, diagnosing and troubleshooting application-related issues, and delivering timely resolutions. The role also supports the creation and maintenance of user guides, support materials, and process documentation to ensure effective service delivery and continuous improvement.

ABOUT THE ROLE

• Provide end-user support for all Study Group applications, and act as a point of contact and response for end-user issues.
• The tasks contained within this responsibility revolve around the use of a service desk system to prioritise and respond to issues, perform troubleshooting, provide support, and escalate issues when required.
• The described functions of the responsibility should be undertaken constantly and with a high priority. Response and resolution times are defined as SLAs and should be adhered to.

• To ensure end-users have consistent access and functionality across all learning systems, constant administration and monitoring is required. The monitoring of learning systems and infrastructure upon which they reside forms a core part of this responsibility.
• The administration component requires careful management of permissions and configuration changes while adhering to change control policies. Monitoring is undertaken using a variety of automatic and manual procedures via both hardware and software.

• Assistance with IT critical incident communication.
• Communicate fully and effectively with colleagues throughout the incident lifecycle, ensuring that staff are updated at all stages of the incident.
• Assist with managing business communication regarding software change, downtime and upgrades.

• Build specialist knowledge of Study Group’s applications.
• Document and share knowledge and best practise with other IT staff.
• Identify trends in application supports and recommend remedial action to address the trending topics and areas, continually improving the user experience and increasing the efficiency of the app support function.
• Knowledge sharing within the team and collaborate with other teams to build skills and understanding across new projects and solutions developed.

• Working with the Application Support Manager (or similar), coordinate and assist with regularly scheduled audit activities, including privileged user access review, and access appropriateness review.

• Compliance to all relevant data protection, financial, taxation and legal requirements.
• Compliance to all relevant education sector requirements.
• Compliance to all Study Group policies and procedures.
• Champion Study Group’s Corporate Social Responsibility and in particular Building Futures.
• Comply with all IT policies and procedures.

ABOUT YOU

• A Bachelor's degree in Information Technology or a related field is essential; additional diploma-level qualifications and relevant experience are desirable.
• Experience in application support.
• Experience using service desk tools and processes
• At least 2 years’ experience in the IT industry in a similar/equivalent role
• Experience gathering and presenting detailed information.
• Excellent communication, customer service and stakeholder management skills
• Ability to work under pressure and tight deadlines
• Experiencing in dealing with customers/end users.
• Moodle or equivalent LMS experience would be advantageous
• Salesforce or equivalent CRM experience would be advantageous

ABOUT US

Study Group is a leading international education provider that is dedicated and passionate about helping students around the world, creating a brighter future and reaching their full potential. With university partnerships and a variety of face-to-face, online, and hybrid study programmes, we can provide students with the resources and guidance they need to succeed. Our global network of offices and university partnerships ensure that students receive the best educational services available. Additionally, our Insendi platform enables us to deliver innovative, accessible, and intuitive digital learning experiences with the most advanced digital tools available.

ORGANISATIONAL COMPLIANCE

Study Group is proud of its high standards in safeguarding and recognises its importance in enabling the best possible student experience and outcomes. For successful applicants the following checks will be conducted- Criminal Background Check (country specific), x2 References, ID and Right to Work checks as well as Education Verification.
We are proud to be an equal opportunity employer and we strive to create a diverse and inclusive workplace. We are committed to providing equal opportunities for all individuals, regardless of race, gender, religion, nationality, or any other factor. We believe that the best person for the job should be selected based on skills and experience alone. Your information will be kept confidential and stored securely. Please see our Privacy Policy.

We adopt a rolling recruitment process meaning that we review applications as they are submitted. To avoid disappointment, please ensure that you apply ASAP.